Help Desk Specialist

3 weeks ago

Springfield, United States Tier4 Group Full time

Position: IT Help Desk Specialist

Location: 1295 State St, Springfield, MA

Start Date: November 4th

Schedule: Full-time, 40 hours per week (Onsite), Monday-Friday, 7 AM to 7 PM (8-hour shifts)

Job Overview:

The IT Help Desk Specialist serves as the initial point of contact for all technical support inquiries within the organization. This role involves assisting and guiding users with issues related to system applications, hardware, and software. The Specialist evaluates and resolves technical problems, escalating more complex issues to the appropriate technical team or vendor as needed. Collaboration with Technical Advisors and IT professionals may be required when the correct course of action is not immediately clear. The role demands strong knowledge of IT operations, workflows, and procedures to address most inquiries effectively. Exceptional communication, analytical skills, and sound judgment are essential, as well as the ability to work well with both clients and IT staff.

Key Responsibilities:

  • Provide first-line support for all IT-related issues by interpreting, evaluating, and resolving user inquiries related to installed applications, hardware, and software.
  • Deliver high-quality, timely service in a fast-paced, high-volume help desk environment.
  • Offer exceptional customer service by troubleshooting and managing the incident lifecycle for supported business groups and products.
  • Use internal knowledge articles, external resources, or peer consultation to resolve issues.
  • Escalate unresolved issues to the next level of support if a solution cannot be found within defined timeframes.
  • Resolve at least 70% of incidents at the first point of contact, achieving performance and productivity goals.

Role Requirements:

  • Onsite work at the Springfield location (Monday-Friday, 40 hours per week).
  • Strong written and verbal communication skills.
  • Exceptional customer service skills, with the ability to handle high-pressure situations in a call center environment.
  • Excellent troubleshooting and problem-solving abilities, allowing for efficient issue identification and resolution.
  • High attention to detail in documenting incidents and their impacts.
  • Self-motivated and able to thrive in a fast-paced, dynamic environment.

This position requires a commitment to maintaining high service standards, contributing to a supportive team environment, and delivering efficient, effective solutions to end-users.

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